Ecom Logistics

BACKGROUND

Please describe your company and position.

I am the Director of Whisper of Botanicals

Describe what your company does in a single sentence.

Whisper of Botanicals is a Canadian e-commerce skincare brand offering ready-to-use minimalist skincare products, DIY ingredients, accessories, and educational resources.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ecom Logistics to accomplish?

• Ensure reliable and accurate order fulfillment, including picking, packing, and shipping customer orders on time.
• Reduce the operational workload of managing fulfillment in-house so we could focus on marketing, product development, and customer growth.
• Provide dependable inventory management and logistics support as our e-commerce business grows.

SOLUTION

How did you find Ecom Logistics?

• Online Search
• Other

Why did you select Ecom Logistics over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned
• Great sales and onboarding process

Describe the scope of work in detail. Please include a summary of key deliverables.

We received a discount on service in exchange for this review. Ecom Logistics was responsible for the end-to-end fulfillment of our Canadian e-commerce orders. The scope included receiving and storing our inventory, integrating with our Shopify store, picking and packing customer orders, selecting and coordinating shipping with carriers, and providing inventory and fulfillment reporting. They were also responsible for managing shipping claims on our behalf with Canada Post when orders were lost or experienced carrier-related issues. Key deliverables included accurate order preparation, timely shipment according to agreed service levels, reliable inventory tracking, appropriate packaging, carrier handoff and tracking, claims management with Canada Post, and operational support when fulfillment or shipping issues occurred.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Ecom Logistics successfully onboarded our inventory and Shopify store and has processed and shipped customer orders across Canada. They also handled carrier coordination and Canada Post claims on our behalf. However, the overall results have been inconsistent. We experienced repeated fulfillment and shipping issues, missed carrier pickups, billing discrepancies, and orders requiring investigation or reshipment. These recurring problems required a significant amount of our time to monitor, investigate, follow up on, and escalate issues that we had outsourced fulfillment specifically to avoid managing ourselves. More importantly, delays and fulfillment problems directly affected our customers. As a new brand working to establish trust and a strong reputation, having customers experience late or problematic deliveries creates a particularly negative impact and risks reducing confidence in our brand. Several issues resulted in promised credits or reimbursements after escalation. However, at the time of this review, some of those compensations have still not been paid or applied. Even when compensation is eventually provided, it does not recover the time lost or fully address the impact on the customer experience and our brand reputation.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management has been one of the main areas of concern. While the team is generally responsive when we raise an issue, the process has consistently felt reactive rather than proactive. We experienced missed carrier pickups, delayed shipments, billing discrepancies, and other fulfillment issues that required repeated follow-ups and escalation from our side. In several cases, agreed timelines or service expectations were not met, and we had to spend significant time identifying problems ourselves and requesting updates. After escalations, we were repeatedly told that communication, follow-up, and service quality would improve. Unfortunately, those improvements have not materialized in a consistent way. We have received many apologies, assurances, and promises of corrective action, but the same types of issues have continued. At the time of this review, the service is still not operating at what we would consider a normal or acceptable 3PL standard. We have worked with other fulfillment providers in the past, so our expectations are based on direct experience with comparable services. The main issue is therefore not simply that problems occurred, but that repeated promises to correct them have not resulted in sustained improvement.

What was your primary form of communication with Ecom Logistics?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We received a discount on service in exchange for this review. The initial onboarding process was relatively straightforward, and the team has generally been friendly and willing to engage when issues are raised. That said, given the recurring operational and communication issues we have experienced, it is difficult for us to identify a truly distinctive strength that has consistently stood out compared with other 3PL providers we have worked with.  We remain open to revisiting this review if service improves consistently over time, but rebuilding our trust will take time.

Are there any areas for improvement or something Ecom Logistics could have done differently?

The main areas for improvement are operational reliability, communication, accountability, and follow-through. Too often, we have had to identify problems ourselves, follow up repeatedly, and escalate issues before action was taken. Missed pickups, delayed shipments, billing discrepancies, unresolved claims, and promised credits or reimbursements should not require this level of intervention from the client. Communication also needs to become more proactive and transparent. We have repeatedly received apologies and assurances that processes would improve, but those commitments have not consistently translated into better service. At this point, fewer promises and more measurable, sustained corrective action would be far more valuable. Ecom Logistics could also improve its internal controls so that recurring issues are identified and resolved before they affect customers. Clear ownership of problems, reliable follow-up, accurate billing, timely compensation when owed, and consistent adherence to agreed service standards would significantly improve the experience. Ultimately, we hired a 3PL to reduce the operational burden on our business. Instead, the amount of monitoring and escalation required has at times created additional work for us.

BACKGROUND

Introduce your business and what you do there.

I'm the founder of a coffee and matcha company

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ecom Logistics?

We needed help with 3PL services to reduce shipping costs, improve delivery time, and guarantee a premium experience for our customers (products added correctly in the boxes)

SOLUTION

What was the scope of their involvement?

Ecom Logistics provides 3PL services, including warehousing, order fulfillment, shipping, and freight from my production in Calgary to their 3PL.

What is the team composition?

We work with two teammates from Ecom Logistics.

How did you come to work with Ecom Logistics?

We found Ecom Logistics through an online search. We chose them because their pricing was the best, and they care and think before fulfilling (don't just execute).

What is the status of this engagement?

We started working with Ecom Logistics in May 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Ecom Logistics has improved our delivery time by about two days, and our shipping price hasn't increased compared to our previous in house fulfilment costs.

How did Ecom Logistics perform from a project management standpoint?

Ecom Logistics's senior leadership team cares about customer support and improving our experience. When something can be improved, they help make that happen. Great communication. Real partners.

What did you find most impressive about them?

We started working with Ecom Logistics because all the other 3PLs we talked to had a more machine/robotic way of fulfilling orders. We need our customers to receive the best experience, and Ecom Logistics puts products in boxes with care, the way we need them to be. The senior leadership team listens and wants to improve.

Are there any areas they could improve?

Ecom Logistics could be more proactive with analytics and reports to continue improving performance and costs. 

BACKGROUND

Please describe your company and position.

 I am the Founder of a stainless steel lunch box brand.

Describe what your company does in a single sentence.

A Canadian-owned brand that designs durable, stainless steel lunch boxes and mealtime essentials for families looking to reduce their use of plastic.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ecom Logistics to accomplish?

• As a growing e-commerce brand, we were looking for a reliable fulfillment partner that could streamline our warehousing and order fulfillment while providing a great experience for our customers. We also wanted a partner that could scale with our business and offer responsive, knowledgeable support as our operational needs evolved.

SOLUTION

How did you find Ecom Logistics?

Other

Why did you select Ecom Logistics over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget

How many teammates from Ecom Logistics were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ecom Logistics manages our inventory storage, order fulfillment, shipping, and ongoing logistics support for our e-commerce business. They also assist with operational needs such as inventory management, product kitting, and systems integration, providing a scalable fulfillment solution as our business continues to grow.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Working with Ecom Logistics has allowed us to streamline our fulfillment operations and spend more time focusing on growing the business. Their reliability, responsiveness, and ability to adapt to our evolving operational needs have made them a valuable long-term partner.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Ecom Logistics team has been organized, responsive, and easy to work with throughout our partnership. They consistently communicate proactively, deliver on agreed timelines, and have been quick to answer questions or help us navigate new operational requirements as our business has grown.

What was your primary form of communication with Ecom Logistics?

Email or Messaging App

What did you find most impressive or unique about this company?

What impresses me most is how invested the team has been in our success. Even though we're still a small and growing business, they've treated us like an important customer, providing responsive support, thoughtful guidance, and a level of care that has made us feel valued from day one.

Are there any areas for improvement or something Ecom Logistics could have done differently?

We're still relatively early in our partnership, so there isn't anything significant that stands out at this point. As our business continues to grow and our fulfillment needs become more complex, I'm looking forward to continuing to work together and evolve our processes, but overall we've had a very positive experience.

BACKGROUND

Please describe your company and position.

I am the Operations lead of a spice blend and cookware company.

Describe what your company does in a single sentence.

Consumer prepackaged product spice blends and cookware, sold online direct to consumers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ecom Logistics to accomplish?

• Help fulfil orders
• Ship orders on time
• Manage all orders easily and with no delays

SOLUTION

How did you find Ecom Logistics?

• Online Search
• Referral

Why did you select Ecom Logistics over others?

• High ratings
• Pricing fit our budget
• Company values aligned

How many teammates from Ecom Logistics were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

ECom helped us with pick-pack and ecommerce fulfilment of orders, and they also have a freight service which is very handy and convenient.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

INcreased fulfilment speed and delivery speed

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their response is reasonably on time and efficient.

What was your primary form of communication with Ecom Logistics?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team leaders are hands-on on the project and make sure they deliver things on time.

Are there any areas for improvement or something Ecom Logistics could have done differently?

Quicker receiving time when receiving products, and faster response time when answering requests in emails/messages

BACKGROUND

Introduce your business and what you do there.

I'm the director of merchandise and print. We offer comprehensive communication and marketing services, specializing in programs that honor Indigenous voices and promote Indigenous-led initiatives for organizations committed to reconciliation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ecom Logistics?

We needed help with warehousing and order fulfillment.

SOLUTION

What was the scope of their involvement?

Ecom Logistics provides warehousing and order fulfillment services, including picking, packing, shipping, and returns. The team has also integrated our Shopify platform.

What is the team composition?

We've worked with 2–5 teammates from Ecom Logistics.

How did you come to work with Ecom Logistics?

Someone referred Ecom Logistics to me. We chose them because their pricing fit our budget, and their company values aligned with ours.

What is the status of this engagement?

We started working with Ecom Logistics in July 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Ecom Logistics has delivered timely order deliveries and clear visibility of our inventory. The team provides real-time inventory visibility and ships orders within 24 hours. As a result, we've noticed less customer complaints.

How did Ecom Logistics perform from a project management standpoint?

They delivered on time. We communicate with Ecom Logistics through in-person and virtual meetings and over email

What did you find most impressive about them?

Ecom Logistics has a collaborative team that's always ready to support us and find solutions to our problems.

Are there any areas they could improve?

They could be a little more proactive in their communication.